U.S. patent application number 12/341001 was filed with the patent office on 2009-08-13 for user-initiated computer support using out-of-band network.
Invention is credited to Mamoun Abu-Samaha, Osvaldo Diaz.
Application Number | 20090204667 12/341001 |
Document ID | / |
Family ID | 40939815 |
Filed Date | 2009-08-13 |
United States Patent
Application |
20090204667 |
Kind Code |
A1 |
Diaz; Osvaldo ; et
al. |
August 13, 2009 |
User-Initiated Computer Support Using Out-Of-Band Network
Abstract
A user detects a computer failure. The user communicates the
fact of the fault to a support server. The support server requests
a central management server to access diagnostic data on the
computer. The central management server accesses the diagnostic
data via a lights-out module of the computer and forwards the
diagnostic data to the support server.
Inventors: |
Diaz; Osvaldo; (San Mateo,
CA) ; Abu-Samaha; Mamoun; (San Jose, CA) |
Correspondence
Address: |
HEWLETT PACKARD COMPANY
P O BOX 272400, 3404 E. HARMONY ROAD, INTELLECTUAL PROPERTY ADMINISTRATION
FORT COLLINS
CO
80527-2400
US
|
Family ID: |
40939815 |
Appl. No.: |
12/341001 |
Filed: |
December 22, 2008 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
|
|
61028298 |
Feb 13, 2008 |
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Current U.S.
Class: |
709/203 |
Current CPC
Class: |
G06F 11/0742 20130101;
G06F 11/0748 20130101; G06F 11/079 20130101 |
Class at
Publication: |
709/203 |
International
Class: |
G06F 15/16 20060101
G06F015/16 |
Claims
1. A method comprising: a user detecting a failure of a computer;
said user initiating support by communicating over a network to a
support server the fact of said fault; said support server
requesting over a network a remote management system to gather
diagnostic data from a lights-out module of said computer; and said
remote management system gathering said diagnostic data and
forwarding it to said support server.
2. A method as recited in claim 1 further comprising: said support
server analyzing said diagnostic data to provide an analysis; said
support server generating a solution as a function of said
analysis; and said support server providing said solution to said
user.
3. A method as recited in claim 1 wherein said lights-out module
communicates with said remote management system over a wireless
network.
4. A method as recited in claim 3 wherein said lights-out module
communicates with said remote management system over a cellular
network.
5. A method as recited in claim 4 wherein said user communicates
with said support server using a cellular network and said support
server communicates with said remote management system over the
Internet.
6. A computer-support system comprising: a user interface for
receiving a use-initiated computer support request over a network
from a user for a failed mobile computer; a management interface
for transmitting a request for a central management server to
gather diagnostic data from said mobile computer via a lights-out
module of said mobile computer and for receiving said diagnostic
data from said remote management server; a data analyzer for
providing an analysis of said diagnostic data; and a solution
engine for providing a solution as a function of said analysis.
7. A computer-support server as recited in claim 6 further
comprising said central management server, said remote management
server communicating with said mobile computer over a wireless
network.
8. A computer-support system as recited in claim 7 further
comprising said lights-out module, said lights-out module
responding to communications from said central management server
even when an operating system on said mobile computer is
inactive.
9. A computer-support system as recited in claim 6 wherein said
user interface communicates said solution to said user.
10. A computer-support system as recited in claim 6 wherein said
solution involves said central management server downloading
instructions to said lights-out module.
Description
[0001] This application claims the benefit of copending provisional
application 61/028,298, filed Feb. 13, 2008.
BACKGROUND
[0002] Centralized management permits information technology (IT)
staff to manage a large number of computers remotely. So that
computers can be managed when off or in the event of an operating
system (OS) or a network failure, managed computers can be provided
with "lights-out modules" that are connected to a central
management server over an out-of-band network (a network not used
by the operating system used to communicate). Wireless out-of-band
networks have been developed so that IT staff can manage suitably
equipped laptop computers and other mobile computers.
[0003] Small and medium-sized businesses (SMBs) are often too small
too justify an internal IT staff. Accordingly, SMBs sometimes
contract with a computer-support vendor to handle computer
failures. In some cases, a computer-support customer may be
required to bring a computer into a support facility for diagnosis
and repair, while, in other cases, a support technician may come to
the SMBs facilities to address computer problems.
BRIEF DESCRIPTION OF THE DRAWINGS
[0004] The features and advantages of the invention as well as
additional features and advantages thereof will be more clearly
understood hereinafter as a result of a detailed description of a
preferred embodiment of the invention when taken in conjunction
with the following drawings in which:
[0005] FIG. 1 is a schematic diagram of a computer system in
accordance with an embodiment of the invention.
[0006] FIG. 2 is a flow chart of a method in accordance with an
embodiment of the invention.
DETAILED DESCRIPTION
[0007] The present invention provides an automated support server
that communicates with a central management server, which in turn
provides out-of-band access to a target computer. In a sense, the
centralized management server is being used to provide for
decentralized self help, that is support is user driven rather than
managed by an IT staff. Thus, for example, roaming SMB personnel
can address failures of laptops and other mobile computers without
requiring help from contracted or internal IT staff.
[0008] In accordance with an embodiment of the invention, a
computer-support system API includes a remote computer-support
server 11, a remote central management server 13, a laptop computer
15, and a user 17 of laptop computer 17 and a cell phone 19. User
17 communicates with support server 11 via a cellular network 21.
Support server 11 communicates with central management server 15
via a network 23 such as the Internet. Central management server 15
communicates out-of-band with laptop 15 over a cellular network 25.
As is explained in greater detail further below, the invention
provides embodiments in which a variety of network technologies are
used and in which computers other than laptops are serviced.
Support server 11 can manage multiple computers, e.g., 15A and 15B,
for different corporate SMB customers using different respective
central management servers 13A and 13B and out-of-band networks 15A
and 15B.
[0009] Laptop 13 includes a power supply 31, a main processor 33,
main communications devices 35, and main media 40. Encoded on main
media 37 are data and instructions, including BIOS firmware 41,
configuration and error data 43, a main operating system 45, and an
application 47. In addition, laptop 15 includes a mobile lights-out
module (M-LOM) 50, which itself includes a M-LOM processor 51,
M-LOM communications devices 53, and M-LOM media 60. M-LOM media 60
can store M-LOM firmware 61, M-LOM operating system 63, M-LOM
diagnostic data 65, and M-LOM client 67. M-LOM client 67 is
responsible for accessing configuration and error data 43 to
generate diagnostic data 65.
[0010] M-LOM 50 is a "computer within a computer" that shares a
common power supply. In an alternative embodiment, a separate
battery is provided for the lights-out module so that if the main
battery fails, the M-LOM can still be accessed. In that case, the
main and M-LOM batteries can be charged using the same AC adapter.
In the illustrated embodiment, an AC adapter can serve as a backup
power supply in case the battery fails.
[0011] In the event of a battery or other failure, user 17 can
contact remote computer support server 11 for service. Support
server 11 includes a user interface 71, support personnel 73, a
management interface 75, a case manager 77, a diagnostic analyzer
79, a knowledge base 81, a solution engine 83, and a user/case
database 85. The functions of these components are described in the
context of a method ME1, flow-charted in FIG. 2, in accordance with
an embodiment of the invention.
[0012] At step S01, user 17 operates laptop 15. For example, user
17 may be interacting with application 47 to accomplish some task,
e.g., word processing, accounting, or calendaring. At this point,
application 47 and main operating system 45, both of which are
constituted by computer-executable instructions, are being executed
by main processor 33. Keyboard, track-pad, and touch-screen
interactions by user 17 are managed by main communication devices,
as are any network or Internet activity. The current configuration
of laptop 15, including the current hardware and installed software
is described in non-volatile memory of media 40. Lights-out module
50 is inactive during normal operation to save battery power.
[0013] At step S02, configuration data 43 is stored and updated.
The current hardware and software configuration of laptop 15 is
stored in non-volatile memory. During step S01, the configuration
of laptop 15 can change in a variety of ways. In some cases, an
internal hardware component can be changed. More commonly, a
peripheral can be attached, inserted, or removed. A user can
manually install software from local media or software can be
installed or updated manually or automatically over the Internet or
other network. As such changes are made, corresponding
configuration data 43 is updated at step S02.
[0014] At step S03, laptop 15 fails. The failure can be "complete",
e.g., operating system 45 and application 47 cannot function, or
"partial", e.g., a performance impairment. At step S04, user 17
detects the failure. This detection can involve observing that
laptop 15 fails to boot, suffers the "blue screen of death", or
seems "sluggish".
[0015] At step S05, user 17 contacts remote computer support server
11 over network 21. In general, this involves communicating an
identity of user 17 to support 11, e.g., a user name and password
or an account number. In addition or instead, laptop 15 can be
identified.
[0016] In the illustrated embodiment, network 21 is a cellular
network supporting voice communications, texting, and
World-Wide-Web access; user interface 71 includes a web server, an
interactive voice and touch-tone driven menu, and texting (SMS)
interaction. User 17 can use a cell phone 19 to access support
server 11, even if laptop 15 has failed completely. Web access to
support server 11 provides for the richest interaction, but not all
cell phones support this. Also, some users may prefer access to
support using voice or texting. Alternatively user 17 can use a
landline or another computer to access support server 11. Other
embodiments support other modes of communication, other types of
networks, and other network protocols.
[0017] At step S06, support server 11 checks user status and
policies. Case manager 77 checks the user and/or computer identity
information obtained in step S05 against user/case database 85.
This can involve determining whether or not user 17 or laptop 15 is
associated with an account. For example, user 17 may have an
individual account or laptop 15 may be associated with a corporate
account.
[0018] If eligibility is confirmed, case manager 77 can further
access user/case database to determine a level of service to which
user 17 is entitled and to determine any account policies that
might restrict the time, manner, or content involved in accessing
laptop 15. Case manager 77 also uses database 85 to track the
status the present support case (and other support cases). To this
end, case manager 77 can assign a case identifier to the case
initiated by user 17. In addition, case manager 77 can determine
the identity of central management server 13 to be used in
accessing laptop 15 (in case different customers' computers are
accessed by different central management servers).
[0019] At step S07, assuming user 17 and laptop 15 are eligible for
support, support server 11 sends a request over network 23 for
diagnostic information to central management server 13. The request
specifies any requirements or restrictions imposed by policies
represented in database 85. Network 23 can be the Internet over
which support server 17 and central management server 13 can
communicate using a secure Internet protocol.
[0020] At step S08, central management server 13 gathers diagnostic
data via the mobile lights-out module 50 of laptop 15. This can
involve central management server 13 sending a "wake-up" command
using an OMA-DM (Open Mobile Alliance-Device Management) protocol
over out-of-band network 25 to lights-out-module 50. In the
illustrated embodiment, network 25 is a cellular network and M-LOM
communications devices 53 include a cellular transceiver. Also, in
the illustrated embodiment, this cellular transceiver also serves
as one of main communications devices 35 to provide for cellular
networking during normal operation of laptop 15. In an alternative
embodiment, a mobile lights-out module has a dedicated cellular
device. In another alternative embodiment, an alternative wireless
networking technology, e.g., WiFi, is used instead of cellular
technology.
[0021] Wakening M-LOM 50 involves booting M-LOM operating system 63
and launching M-LOM client 67. Once M-LOM 50 is awake, client 67
acknowledges the wake-up command from central management server 13.
Having received the acknowledgement, central management server 13
commands M-LOM client 67 to gather diagnostic data in accordance
with the support policies represented in database 85. Data
gathering can involve accessing main media 40 for configuration and
other information not already represented in M-LOM media 60. This
additional information can include error messages, for example. The
additional data can be combined with previously gathered diagnostic
data 65 for transmission to central management server 13 over
network 25.
[0022] At step S09, central management server 13 forwards the
gathered diagnostic data to management interface 75 and thus
support server 11 over network 23. Note that, if at step S08,
central management server 13 is unable to awaken LOM 50, this fact
becomes the diagnostic data returned to support server 11. Case
manager 77 updates the status of the current case in database
85.
[0023] At step S10, support server 11 analyzes the diagnostic data.
Case manager 77 provides the diagnostic data to diagnostic analyzer
79. Diagnostic analyzer 79 analyzes the diagnostic data in the
light of expertise provided by knowledge base 81 to determine one
or more likely causes of the failure that is the subject of the
current support case.
[0024] At step S11, solution engine 83 of support server 11
generates a solution. In the process, solution engine 83 can access
knowledge base 81. For example, knowledge base 81 can include
documents that present instruction for addressing a cause of a
computer failure. If a solution cannot be found, support personnel
73 can intervene to provide a solution, communicating with user 17
as necessary.
[0025] At step S12 the solution is implemented and/or communicated
to user 17. In some cases, the solution generated at step S11 can
be automatically implemented. For example, at step S13, support
server 11 can provide files, e.g., a firmware update, for central
management server 13 to download to module 50. For another example,
at step S14, support server 11 can request that central management
server 13 download a file that server 13 has access to (but support
server 11 does not).
[0026] In other cases, user action may be required. For example, at
step S15, support server 11 communicates solution instructions to
user 17 in the form of voice commands, text messages, or web pages.
This communication can be to a user's cell phone, e.g., using
network 21. In some cases, lights-out module 50 can activate a
shell for user 17 to interface for receiving instructions. Also,
lights-out module 50 may be able to resuscitate laptop 15 to the
point where further instructions can be received over an in-band
network 27.
[0027] Herein, a "server" is a computer or network of computers
that provides services to other computers. A "lights-out module" is
a component of a computer that provides network access to the
computer even when the main operating system for the computer is
not running. "Remote" describes a relationship between a computer
and a server in which the server does not include the computer and
the server must communicate with the computer over a network.
Herein, related art is described to facilitate understanding of the
invention. Related art labeled "prior art", if any, is admitted
prior art; related art not labeled "prior art" is not admitted
prior art.
[0028] Although, the computer being serviced in the illustrated
embodiment is a laptop, the invention can also be applied to
support other types of mobile computers, e.g., netbooks and
ultra-mobile personal computers, as well as non-mobile computers
such as desktop computers.
[0029] The foregoing description, for purposes of explanation, has
been described with reference to specific embodiments. However, the
illustrative discussions are not intended to be exhaustive or to
limit the invention to the precise forms disclosed. Many
modifications and variations are possible in view of the disclosed
teachings. The embodiments were chosen and described in order to
best explain the principles of the invention and its practical
applications, to thereby enable others skilled in the art to best
utilize the invention and various embodiments with various
modifications as are suited to the particular use contemplated.
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